This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer service, or complaints) for the process "manage customer service." It is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "manage customer service requests/inquiries" process.
Sorry! Not all users have access to all of our resources.
Want to unlock access to all of our resources?Learn about Membership
Percentage of inbound contacts from all channels related to the process "manage customer service"
Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.